Very disappointed

I sent the below email to Bonitas on Wednesday (19/01/2022) and I am yet to get a response, furthermore, my mother is still without her critical medication.

The service we have received from Pharmacy Direct has been shocking, to say the least. EVERY MONTH, without fail, there is SOMETHING wrong with my moms chronic medication order. Either the order is delayed, despite numerous calls and follow ups with the call centre. 24 to 48 hours is the standard response. Reality is at least 5 days. When the order eventually arrives, 99% of the time it is incorrect! The account / billing process is also a shambles. Nevermind the fact that her crucial meds are often left off the list, sometimes pharmacy direct sends more than the required dosage of a specific medication. Surely it is not good practice to dispense more than the required dosage of a scheduled drug?

My mother NEVER receives her medication on time and often has to go days without when she runs out. She is on chronic medication daily for a reason, SHE HAS A MEDICAL CONDITION WHICH REQUIRES MEDICATION TO BE CONSUMED EVERY DAY. My mom is on preventative medication to prevent infections which can lead to hospital admissions, and worse. God forbid something has to happen to my mother for not taking her medication. How can you mess up something so critical? Individuals' livelihoods depend on them receiving their medication on time ?

This month, she is without 3 of her chronic meds because she ran out and Pharmacy Direct decided to leave some items off of her order - oh and let me add that no one at the call centre can tell her why it was left off and what happened. Just the usual, we will get it to you in 24 to 48 hours...we know what that means. She has not received the following:

Ivendal Trepoline Venlor

Because of this, and all the issues we have had, we have asked the call centre to please advise us of what will be delivered every month so that we can confirm the order and avoid unnecessary delays. We were told by the very "Friendly" call centre agent that "we dont do that".

I am tired of having to call the call centre every single month for the same thing. I just want my mom to receive her meds on time! Is that too much to ask? Considering that is your core business?

What is VERY CLEAR is that I am not the only one with these issues.

@*** : From Bonitas point of view, I am not sure how you can partner with a service provider that fails to deliver. On top of that, force your members to use the service provider? Please advise an alternative to Pharmacy Direct!

@*** : From a Pharmacy Direct point of view, I am not sure how you are still in business to be honest.

Please respond to me asap. I will be taking this further if the issue is not resolved in 48 hours.